We strive to offer the best possible treatment and care. We welcome comments and suggestions for improving our services. However, if you have a complaint or concern about the service you have received from any member of staff working for Granta, please let us know as soon as possible. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria as laid down by the NHS.

“How do I complain?”

We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned.

However, if your problem cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks, as this will enable us to establish what happened more easily. If this is not possible, please let us have details of your complaint within 12 months of the incident that is the cause of the problem, or within 12 months of discovering that you have a problem.

“I wish to complain on behalf of someone else – how do I do this?”

We adhere to the strict rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have their permission to do so. Written consent from the patient concerned is required, unless there are exceptional circumstances (illness, incapacity, etc.).

“What do I need to do?”

Please write in with details of your complaint or concern and include as much detail as possible – dates, times, staff involved, details of telephone calls, etc.

Complaints should be addressed to the Pratice Operations Manager Mrs Rachel Mack, either via email haverhill.familypractice@nhs.net or by post to Haverhill Family Practice, Camps Road, Haverhill, Suffolk CB9 8HF.